Category Archives: Zendesk

Customer Support Chart-Toppers: The 5 Best Apps for Zendesk

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It’s no secret that we’re big fans of everything that Zendesk has to offer; so are many of our own awesome customers. With its data-forward functionalities, centralized ticketing system, multiple support channels, and collaborative environment, there’s really no question why their Help Desk platform is so popular.

Another huge perk is their extensive collection of integrated applications, allowing you to do even more amazing things with the platform. In a sea of so many, we wanted to take the time to shout out to a few of the best apps for Zendesk:

1. Tasks

Tasks lets you build simple, to-do-style lists for any complex customer ticket, making it easier for support agents to flesh out (and follow) sub-tasks so customers can get the resolutions they need. With the app, you can track steps within any ticket, and even create templates for repeated tasks so every support team member involved can stay on the same page.

Learn more here: https://www.zendesk.com/apps/tasks/

2. Time Tracking

Time Tracking is perfect for support teams aiming to improve employee performance and identify resource-intensive customers, as it focuses on tracking the time spent on every incoming Zendesk ticket. Using the Time Tracking app for Zendesk, support and operations managers can more easily figure out where bottlenecks occur in agent efforts, as well as which issues tend to take the most time to resolve.

Learn more here: https://www.zendesk.com/apps/time-tracking

3. Swiftype Search

Every kind of customer wants the ability to run a quick search on a help desk or knowledge base – it’s the fastest way to find relevant information and self-solve problems. The Swiftype Search app integrates a completely customizable search bar on your Zendesk Help Center, so customers can easily access information, and your company can tap into search behavior and popular queries.

Learn more here:  https://www.zendesk.com/apps/swiftype-search/

4. Annotate

Honest, effective customer communication is key where problem-solving is concerned. Annotate is an app that allows you to guide customers in real-time through marked-up screenshots and images. This way, support agents can take them through step-by-steps, ask them to click certain areas or links, and more easily work with them to find solutions to more complex problems.

Learn more here: https://www.zendesk.com/apps/annotate-by-driftt/

5. Trello

We know and love Trello as a flexible, visual tool for organizing and itemizing tasks within various projects.  The Trello app for Zendesk lets you integrate the amazing task-based collaboration of Trello with the centralized communication of Zendesk, so agents can add support tickets to Trello cards and organize the boards they’re a part of. It’s an incredibly simple way to stay on top of it all.

Learn more here: https://www.zendesk.com/apps/trello/

In case you hadn’t heard, we have our own Zendesk apps to make your customer service and relationship-building efforts even more centralized, too:

The Zingtree Customer Support app for Zendesk allows you to integrate the steps a customer takes within a decision tree troubleshooter directly into that customers’ Zendesk ticket. If the customer can’t self-solve using your decision trees, your support people get valuable background information with every ticket, which saves everyone a lot of time and minimizes back-and-forth. You can learn more here: https://www.zendesk.com/apps/zingtree/

The Zingtree Agent Scripting app for Zendesk lets you build completely customized scripts that support agents can follow along with during each call, all while integrating with your Zendesk system. This makes it easy to streamline customer conversations, and provides powerful stats and reports on how the decision tree script is being used. You can learn more here: https://www.zendesk.com/apps/agent-scripting/


Any questions? We’re here for you

Zendesk Decision Tree Support App: Version 4

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Travis A., who is implementing Zingtree for a video technology company, was keen on using Zingtree to try to reduce his team’s support ticket load. He also needed to import a synopsis of the Zingtree session data into his Zendesk tickets so his tech support people could get some time-saving background information.

Travis wanted to emphasize the condensed Q&A part of the session. Done!

Here’s the new look of the Zendesk Decision Tree Support app:

Here’s what’s new in the Zendesk Support App, version 4:

  • The Q&A view is now the default.
  • Any “back” or “restart” button clicks no longer show in Q&A view.
  • The answers clicked are highlighted, so it’s easy for a support person to see where the customer went at a glance.

You can download the latest Zingtree Decision Tree Support app for Zendesk here.

Need help installing the app? Instructions are here.

Travis' photo
This is Travis.

Thank you, Travis, for the awesome suggestions!

Zendesk Agent Scripting App – Version 9

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Our Contact Center customers using Zendesk are becoming more sophisticated, so we’re continuing to improve our Zendesk Agent Scripting app in response. This version 9 update automatically chooses scripts based upon one of the following:

  • The Zendesk brand field
  • Zendesk ticket tags
  • The value of a custom field

If you’re just using one script for everyone, this is supported as well.

Here’s how the app appears in the right hand sidebar in Zendesk:

Zingtree Setup

Script matching works by matching tree tags you set in Zingtree to values in the Brand, Tags, or a custom field in a Zendesk ticket. For example, if a tree is tagged with “astrology”, and the ticket tags include “astrology”, then that tree appears. If several trees match, then they will all appear.

First, add tags to a tree in Zingtree as follows:

  1. Select a tree from My Trees.
  2. Go to the Settings tool.
  3. Enter or select a tag from the tags field.

Zendesk Setup

You’ll need to download and configure the Zendesk Agent Scripting App version 9:

  1. Download the Agent Scripting app.
  2. In Zendesk, click the Admin icon and go to Apps > Manage.

  3. Click Upload Private App.

  4. The Upload App page appears.

  5. Enter “Zingtree Agent Scripting” for the App Name.
  6. For App File, locate the file zingtree-agent-scripting-v9.zip you downloaded in step 1.
  7. Click Upload, then confirm if necessary.

Configuring the App

Once you’ve uploaded the app, the configuration screen appears:

Here’s what each item does:

Title: A title for the app, as it displays in Zendesk.

Tree ID: If you’re installing just one script for everyone, enter the ID of your tree here.  If you will be offering multiple scripts to your agents, leave this blank.

Height (pixels): The height of the app as it appears in the Zendesk ticket sidebar.

Display in Panels Style: Tick this option to use the Panels style to display your scripts.  Untick to use Buttons style.

Open Script based upon Brand: If this option is checked, the subdomain of the selected brand will be matched to a tree tag.  Any matching tree or trees will appear.  For example, if the brand subdomain is xyz.zendesk.com, any trees tagged as xyz will appear. (Requires the Zingtree API key in this configuration.)

Open Script based upon Tags: If checked, the values in the Zendesk ticket tags will be matched with your tree tags to show one or more matching scripts. (Requires the Zingtree API key in this configuration.)

Open Script based upon Custom field: If you want to use a custom field value to show matching scripts, enter the field ID here. The Field ID can be found in Zendesk under Admin, Manage, Ticket Fields. Click Edit to see the field ID. (Requires the Zingtree API key in this configuration.)

Zingtree API key: Each organization in Zingtree has an API key, which is used to match scripts. If you’re using one of the tag matching options, this is required. Your API key can be found at zingtree.com under Help > API.

Try It with Example Data

You can use trees from the Zingtree Gallery to see how the Agent Scripting app works.

For a single tree, enter ’14’ as the Tree ID. This will show an Astrology web site troubleshooter example.

For multiple trees, see how a tree can be selected by tag by doing the following:

  1. Enter 6a103737e44e4aa6e1e4b6b0bcb46f83 as the API key.
  2. Make sure Open Script based upon Tags is checked.
  3. Try entering one or more of these tags into a ticket: “zingtree”, “astrology”, “pet_rock”.

Any questions? We’re always here to help

Zendesk Agent Scripting – Version 8 Update

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A quick update for our Zendesk Agent Scripting users: You now have the ability to see any form data entered in Zingtree during the session.

If data is present, a “Show Script Data” link will appear in the History area. Click it to see anything entered during the session, as shown below.

You can download the latest Zingtree Agent Scripting app here to easily see script data.

Thanks to Michael R. for the idea!

Do you have a great idea or suggestion to improve Zingtree? Please feel free to get in touch!

Video: Using the Agent Scripting App for Zendesk

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If you want to have a Zingtree ready-to-use inside of Zendesk, we have a Zendesk App for you: The Zingtree Agent Scripting App.

This is extremely handy for companies that offer chat or telephone support, or call centers, as it allows an agent to have a live, standardized script to follow when helping the customer. Plus, you get some awesome reports on how your tree is being used in aggregate or by individual agents.

Watch our short video to see how your company can benefit from Agent Scripting:

Ready to get started? Learn more and follow the instructions here

Zendesk Agent Scripting App – Version 6

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Zendesk continues to surge in popularity, and we’re finding that a lot of our customers are using it, especially for Call Center agent scripts.  Over the past weeks, we’ve had a lot of great conversations with our clients using Zendesk, and have come up with a big update to our Agent Scripting solution!

Update: Watch this 3 minute video to see the Zendesk Agent Scripting App in action:

Here’s an example of what you’ll see in the right side of Zendesk when opening a ticket.

New and Notable in Version 6:

    • We’ve included Agent Feedback (the orange chat bubble) – now, an agent can send notes to the Authors of the tree from any node – this feedback loop helps authors continually improve the tree scripts.

 

    • You can now have multiple scripts run from within the app.  First, you’ll need to set up Zendesk Brands. When a ticket is opened or the brand changes, the app locates a tree associated with that brand (h/t Dave T).

 

    • There is no more custom field needed – this was causing an extra “Zingtree Agent Scripting” field to appear in mobile ticket forms (h/t Emanuela).

 

  • All the latest publishing features are present in the app, including Scoring nodes.


Installing the Zendesk Agent Scripting App:

  1. Download the app from here.
  2. In your Zendesk Admin, go to Apps, Manage, and click Upload Private App.
  3. Enter a name for the App, like “Agent Scripting.”
  4. Click Choose File, and locate the file you downloaded in step 1.
  5. Click the Upload button.
  6. The App Settings screen will appear.
  7. Enter the Tree ID of the script you want to appear by default.
  8. If you want the tree to display in Panels style, check Display in Panel style. Otherwise, the tree will display in Buttons style.
  9. Optional: To take advantage of having the Agent Scripting App choose a tree according to brand, check Open script based upon Brand. Then, enter your API Key located in Zingtree, under Account, Organizations and Billing at the bottom of the page.
  10. Click Install.

Making Trees Trigger According to Zendesk Brand:

Using Zingtree’s Tree Tags, your App can select the tree that corresponds to the current Brand in use on a Zendesk ticket. Switching Brands will also switch the tree script displayed. Here’s how to set this up:

  1. In Zendesk Admin, go to Manage Brands, and locate the subdomain of the brand.  For example,  if the brand is listed as myproduct.zendesk.com, the subdomain is myproduct.
  2. In Zingtree, go to the Settings tool for your tree, and add the Zendesk subdomain as a Tree Tag.

Bonus: Insert Agent Name into Your Script

Many call center scripts start with something like “Hello, this is ______” .  You can automatically insert the name of the agent into your script simply by adding #agent# anywhere you want the agent name to appear.

Any questions? Please reach out to us any time!

Zendesk Chat (Zopim) Decision Tree Front-End

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Beyond using Zingtree decision trees, one of the best things you can do to ensure a positive customer experience is to integrate a live chat system like Zendesk Chat (formerly Zopim). Live chat is convenient for customers, and a time and resource-saver for companies. In fact, in a survey conducted by Forrester, 44% of respondents said that having a live person answer their questions was one of the most important features a website could offer.

To make live chat even more valuable, and excellent customer support more easily achievable, we updated our software to allow Zingtree to open a Zendesk Chat session, gather information from your clients before the chat session begins, and include a transcript of the Zingtree session as a part of the chat.

Here’s the end-result:

View our Zingtree + Zendesk Chat demo.

Requirements:

  • Your tree must be embedded on your site.
  • You need to have a Zendesk Chat client in place on the page that contains your tree.

How to open a Zopim chat session, and include the current Zingtree transcript:

  1. Go to Overview.
  2. Edit the node you want to trigger the chat, and  set the Parent Action to Zopim: New: #session#
  3. On the hosting page, include this script before the </body> tag:
    <script src="//zingtree.com/api/chat/zopim.js"></script>

That’s it!

Source Code:

You can examine the Zendesk Chat Demo tree from the Gallery.

Zendesk Agent Scripting Update: Improvements for Inbound Callers

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We’re continuing to see traction in our call center business, especially among Zendesk clients. We recently had to find a way to keep the questions and answers tracked by Zingtree associated with a NEW ticket.  Zendesk didn’t have a way to permanently attach an identifier to a ticket so we could link the session data to it, so we had to create our own solution. This is especially handy for organizations that have inbound calls, or have agents create new tickets within Zendesk.

Version 5 of the Zendesk Agent Scripting app can be downloaded here.

Please note: If you’re migrating from Agent Scripting version 4, the state of each session will revert to the top of the tree.  So, if you’re happily using version 4, we recommend NOT upgrading to version 5.

 

Zendesk Agent Scripting App – Updated Version 4

1428079854_thumb.pngWe’re getting a lot of interest from Zendesk customers with Live Support and Call Center needs, so we’ve taken the past week to update our Zendesk Agent Scripting App to Version 4.  The latest version can be downloaded from here.

Here’s what’s new:

1. Panels View.  You can now display your trees in traditional “buttons” view, or have each clickable choice appear on a separate line in text, as shown here:

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To set this up, there’s a new setting called “Display in Panels Style” (duh).

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2. Tracking of tree nodes is improved, especially when the “back” or “reset” buttons are clicked.

3. Demo mode: Using the Agent Scripting app now uses your free allotment of Agent Credits while you are testing. In most cases, this will give you a longer trial period.

If you have additional feedback for our Zendesk app, then please reach out and let us know. In the meantime, be sure to find us on LinkedIn for questions and discussions from users like you.

Agent Scripting Press Release

We’re proud to announce that we’ve “officially” launched our Agent Scripting for call centers. And you know what that means? Press release time! It’s up and out in the world, and you can read all the details and get the gist under the cut. Also, we’d love to get in touch if you write a blog or enjoy writing about customer service, call center technology, or awesome new companies in our industry. Please reach out to us over here!

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